CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

AUGUST 21, 2020

Shelby Czarnota: Through Totango, we are putting the customer at the center, enabling Aaccount collaboration and transparency supporting our Customer First mindset. It was a great must watch panel discussion that provides many insights into SAP’s journey to becoming the largest Customer Success implementation world-wide.

Upselling 115

Upselling Accountability Metrics SaaS 115

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

CustomerSuccessBox

DECEMBER 7, 2021

This model ensures quick engagement with your customers, provides training support, and drives the adoption of your product. This model ensures quick engagement with your customers, provides training support, and drives the adoption of your product. SaaS businesses around the world give different names to the ‘ Digital CSM ’.

Management 52

Management SaaS Marketing B2B 52

aircall

FEBRUARY 2, 2018

The demand is there, but support needs to keep pace. Navigating this phase can be tricky. Luckily, with the right toolkit, scaling support operations won’t be a problem. By encouraging support reps to be self-sufficient, you’re eliminating call transfers and saving time. Here’re a few helpful apps to consider.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

Lumoa

MAY 9, 2023

By analyzing customer feedback, they can discover recurring issues with website navigation and the checkout process. Let’s do another one but this time, in a SaaS environment. In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance.

Feedback 83

Feedback Customer Experience Customer centricity SaaS 83

ProProfs Blog

NOVEMBER 9, 2021

Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. What is Customer Satisfaction?

Surveys 146

Surveys Feedback Metrics Customer retention 146

JustCall

NOVEMBER 6, 2019

That is how business in the SaaS world works. That is the only reason one can have to purchase a SaaS product subscription. There is also the chance that they could be finding it very hard to navigate through. Selling is not enough. You cannot forget about your customers once they have started using your product.

Brand ambassadors 71

Brand ambassadors Advertising SaaS Sales 71

ChurnZero

FEBRUARY 26, 2021

As the customer liaison within an organization, Customer Success must work with virtually every department – which means navigating their unique working style, culture, processes, and priorities. Put simply, Customer Success does a lot of things for a lot of people. Bringing that to light and empathy into the conversation helps too.”.

Management 59

Management Feedback Sales SaaS 59

Callminer

MAY 11, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. Never, ever challenge them or antagonize them when they are in full rage mode. themombeach.

Management 273

Management Customer Experience Customer Service Coaching 273

ProProfs Blog

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. Create a positive customer-centric culture amidst the support team. Navigate when office politics is on the rise. This evergreen read helps you learn different strategies that enable you to win people and change them.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Nicereply

MARCH 19, 2019

Calling your products and services customer-centric requires you to go beyond offering guides, articles, blogs, tooltips, support channels, and analytics to your customers. A nudge can be used to help the customer navigate these situations more efficiently, or at least give them a better chance of being successful with your product.

Customer Experience 83

Customer Experience Analytics Customer centricity B2C 83

ClientSuccess

JUNE 28, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. As a CSM you have to be able to navigate in between a lot of different tasks and assignments, which at times can difficult. How has it helped you? Question 3.

Best practices 40

Best practices SaaS Metrics Management 40

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. This idea of change management requires that we try to understand what our customers are solving for. Mentor Questions. How has it helped you?

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. Now onto the best of 2015!

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

ChurnZero

SEPTEMBER 6, 2019

Based upon the premise that customer support should be more proactive than reactive, the value of CS cannot be understated. Whether missing meetings or treating you like a secretary, situations like this aren’t easy to navigate. That said, thriving in this relatively new discipline is not always easy.

Upselling 49

Upselling Sales Accountability SaaS 49

REVE Chat Blog

MARCH 18, 2020

As per Deloitte , “ 70% of businesses are rapidly leveraging artificial intelligence to change the way they interact with customers dramatically”. As it is obvious, customer preferences change over time, so new users help maintain the customer base strong. . Simply automating business tasks with an AI chatbot isn’t enough.

Chatbots 81

Chatbots Metrics Analytics Banking 81

REVE Chat Blog

MARCH 18, 2020

As per Deloitte , “ 70% of businesses are rapidly leveraging artificial intelligence to change the way they interact with customers dramatically”. As it is obvious, customer preferences change over time, so new users help maintain the customer base strong. . Simply automating business tasks with an AI chatbot isn’t enough.

Chatbots 77

Chatbots Metrics Analytics Banking 77

SmartKarrot

JUNE 30, 2021

Why Product Adoption is Critical for SaaS Success? Product adoption is critical for SaaS success and affects the profitability and performance of the product to a large extent. This is why product adoption improves SaaS success. A good product adoption strategy will enhance your SaaS success. Evaluation.

SaaS 10

SaaS Upselling Metrics Advertising 10

AWS Machine Learning

MAY 23, 2023

There are two Confluence offerings : Cloud – This is offered as a software as a service (SaaS) product. What’s new for this version This version supports OAuth 2.0 Amazon Kendra is a highly accurate and simple-to-use intelligent search service powered by machine learning (ML). It’s always on, continuously updated, and highly secure.

APIs 81

APIs Accountability Enterprise Personalization 81

CSM Practice

MAY 13, 2020

SaaS companies also need to shift their focus to customer success and operationalize customer-centricity. ? SaaS companies also need to shift their focus to customer success and operationalize customer-centricity. ? Get Updates about your Customer. These numbers are an indication that sales are slowing down.

Best practices 128

Best practices SaaS Customer centricity Finance 128

CustomerSuccessBox

APRIL 26, 2022

Within the first week, a majority of B2B SaaS companies lose 75% of their new consumers ! So, if you’re a B2B SaaS firm, you might want to consider using customer onboarding software to mitigate these problems. To help you with that, this blog will list the features that you must look for in a SaaS customer onboarding software.

SaaS 52

SaaS Upselling B2B Customer retention 52

ChurnZero

JANUARY 28, 2022

SaaS is fast paced and everchanging, much like your organization’s tech stack. For instance, Sales doesn’t use a support system and call recording isn’t a priority for Development. For instance, Sales doesn’t use a support system and call recording isn’t a priority for Development. Establish your audience.

SaaS 98

SaaS Feedback Coaching Education 98

ClientSuccess

MAY 8, 2020

Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. . I’m one of you because I’m a fellow SaaS CEO. I know firsthand the stress you’re going through right now doing everything you can to successfully navigate this Covid-19 crisis. Let’s think this through.

SaaS 83

SaaS Engineering Sales Accountability 83

ProProfs Blog

AUGUST 21, 2020

Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. Clearly, empathy is both prevalent and much-needed for success. Let’s win people with kindness!

Sales 158

Sales Morale Personalization Scripts 158

ProProfs Blog

JULY 10, 2019

By then, they will be getting advanced opportunities to contact support and get all issues solved. Technology plays a major role in the future of customer support. Live chat and other software as a service is changing everything. We’ll see other important shifts in this department, so we better keep pace with the changes.

Technology 79

Technology Customer Service SaaS Customer Support 79

ChurnZero

JUNE 27, 2023

Objective internal: Product usage, degree of utilization, engagement with high-value features, support tickets and service level agreement (SLA) concerns. The macroeconomic environment is on nearly everyone’s mind these days. The answer is simple: you need a digital-first strategy. You will usually have exceptions in segmentation.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

Nicereply

NOVEMBER 2, 2023

Response bias can cloud our view of genuine feedback. To make informed decisions, we must look beyond the distortion and truly hear our customers. One of the main challenges in creating effective surveys is identifying and eliminating potential response bias questions and ensuring genuine and candid responses from participants.

Surveys 52

Surveys Feedback Accountability SaaS 52

ChurnZero

JANUARY 28, 2022

SaaS is fast paced and everchanging, much like your organization’s tech stack. For instance, Sales doesn’t use a support system and call recording isn’t a priority for Development. For instance, Sales doesn’t use a support system and call recording isn’t a priority for Development.

SaaS 52

SaaS Feedback Education Management 52

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. Now, imagine having a great SaaS product where you are already providing the top-notch customer support, and somehow when the day of renewal comes your customer refuses to renew your subscription.

Management 52

Management Upselling SaaS Accountability 52

Nicereply

JUNE 18, 2020

SaaS and eCommerce have been around long enough that some companies now have customers for over a decade. That’s where customer retention comes in. The funny thing is, customers who churn have the same effect on your business even when you are still making sales. It’s like trying to fill a bucket with holes in the bottom.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

JivoChat

MAY 31, 2023

A website builder is a service offered by many software-as-a-service (SaaS) companies that enable people to create their own pages online without having code or design skills. Many website builders provide pre-made templates with different themes, for example, for online stores, restaurants, hotels, businesses, portfolios, and blogs.

Analytics 75

Analytics Engineering Real estate Marketing 75

ChurnZero

JANUARY 17, 2020

Blog Author: Alex Weihmann. It displays your customers into a single comprehensive view, that lets you efficiently navigate your schedule. My ChurnScore Changes: Easily organize and review customers who experienced changes in their health score. ChurnZero Power-Users Share Tips, Tricks and Best Practices.

Best practices 72

Best practices Accountability Upselling SaaS 72

JustCall

APRIL 12, 2023

If you’ve been using Gong and are looking for a Gong alternative, this blog is for you. Also, remember to factor in any extra costs like training or support. Customer support Finally, consider the quality of customer support offered by the Gong alternative. Consider whether you prefer a monthly or annual payment plan.

Sales 52

Sales Coaching CRM Contact center software 52

ClientSuccess

JANUARY 24, 2019

The best way to navigate these complexities and take the stress out of customer handoffs is to have a clear plan in place and a good understanding of the goals and expectations on both sides. Internal Team Handoffs: Other times, it could be an internal issue that causes a customer account to change hands.

Journey mapping 46

Journey mapping Best practices Accountability Sales 46

CrazyCall

MAY 20, 2019

You can jump through each of the sections using the menu below or just use it as the navigation help while browsing all 97 of the sales tips. Outbound Marketing — conveying value & Networking is for the AE’s, BDR’s & Marketing Reps should stick to volume, as right timing is everything in an oversaturated SaaS world.

Sales 123

Sales Coaching Scripts Education 123